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URN etd-0823107-155341 Statistics This thesis had been viewed 3998 times. Download 2189 times. Author Kuan-Hsun Peng Author's Email Address No Public. Department Management Business Administration Year 2006 Semester 2 Degree Master Type of Document Master's Thesis Language Chinese&English Page Count 97 Title A STUDY OF CUSTOMER SATISFACTION AND LOYALTY WITH SERVICE RECOVERY AND PERCEIVED JUSTICE Keyword failure recovery customer satisfaction customer loyalty customer loyalty customer satisfaction failure recovery Abstract For businesses, both achieving high quality of products and providing adequate services can make them jump out to the lead. Services can be classified into two different ways, before-sales and after-sales services. One critical issue of after-sales services is failure recovery. Customers often react strongly to service failures, so offering an effective recovery is a critical issue for organizations.
The car industry is evolving from the original west Europe market, the America market, and the Japan market, to the markets nowadays as China. Now the competition in car industry is very tough. Globalization can be seen everywhere that all the firms want to get higher revenue with lower cost and better workpeople. In the age of internet technology, customers can get product information very soon, and the information is so clear that it’s easy to determine which firm is the worse. So not only quality and price are very important to businesses, service also means obviously.
Although prior studies on recovery, mostly theoretical, are sufficient, the researches with demonstrations are quite a few. Based on the model of Smith, Bolton, and Wagner (1999) and the car industry, this study indicates how service recoveries influence customer satisfaction and loyalty through perceived justice.
The major findings of this study are as follows: (1) compensation positively has a positive effect on distributive justice; (2) speed has a positive effect on procedural justice; (3) both apology and initiation have positive effects on interactional justice; (4) distributive justice, procedural justice and interactional justice all have positive effects on customer satisfaction; (5) customer satisfaction has a positive effect on customer loyalty.
Keywords: failure recovery, customer satisfaction, customer loyalty.
Advisor Committee Hao-Erl Yang - advisor
Kuan-Chang Kuo - co-chair
Kun-Huang Yeh - co-chair
Files Date of Defense 2007-07-02 Date of Submission 2007-08-23